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ralph nikko User

@ralphnikkouser

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I build proactive customer success operations that improve SaaS adoption, retention, and customer value.

Philippines

Message

What I'm looking for

I'm looking to build proactive customer success operations for SaaS or B2B platforms, using customer data, automation, onboarding, and cross-functional collaboration to improve adoption, retention, and measurable business value.

I manage North American property management accounts on a B2B purchasing platform, shifting customer engagement from reactive ticket handling to proactive activation, adoption, and retention outreach.

I use HubSpot, Looker Studio, and Snowflake to monitor account health, automate onboarding and re-engagement workflows, and identify adoption barriers. By connecting platform value to executive goals, I've helped clients achieve an average of 14% annual cost savings.

Previously at Actum Lab NA, I standardized post-sale operations for SaaS visualization software, led white-glove enterprise onboarding, and translated customer feedback into playbooks, automated communications, and product roadmap improvements.

Experience

Work history, roles, and key accomplishments

Current

Customer Success Specialist

Current

Purchasing Platform

Jan 2025 - Present (1 year 8 months)

Owned end-to-end account health for North American property management accounts, shifting from reactive ticket handling to proactive lifecycle outreach. Managed HubSpot CRM records, built automated email sequences, and analyzed usage data in Looker Studio and Snowflake to identify at-risk accounts and drive re-engagement.

HubSpot Looker Snowflake Customer Success Account Management Onboarding Retention Data Analysis